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718- 99- BRONX
Bronx-Lebanon
Hospital _________________
Department of Pediatrics
1650 Selwyn Avenue
Bronx, NY 10457
(718)-579-peds
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99-Bronx Call Center
Improving Health Care Accessibility for the Community
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The 99-BRONX Call Center provides community
residents with important assistance in accessing the
Bronx-Lebanon
Hospital Center Health Care System. By dialing an easy to remember
telephone number, 99-BRONX (718-992-7669), a caller’s needs are matched,
in an organized and timely manner, with the BronxCare practice location,
physician, or support service that is best suited for them.
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At the Call Center, specially trained
bilingual operators (speaking both English and Spanish) provide
courteous and personalized service (24/7), including expedited referrals
and information regarding Bronx-Lebanon’s health evaluation programs,
screenings, and community outreach initiatives. Its staff also helps
consumers navigate the managed care system, by working closely with
respective companies to obtain authorizations for care.
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The Call Center and the extensive advertising/public information campaign
for it have significantly expanded Bronx-Lebanon’s base of referrals,
thereby further reinforcing the hospitals community service role. “We
recognize that 99-BRONX is performing a vital customer service function.
Our volume of incoming calls and follow-up referrals is a confirmation to
us that the program is succeeding,” stated Diane Williams, Director, Call
Center. In 2002, 99-BRONX received more than 16,000 calls per month (with
27,000 appointment confirmations or reminder letters sent).
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Bronx-Lebanon’s Nursing Home and Community Doctors programs, under the
direction of Nicolet Maliangos Bower, Associate Director, Managed Care, have
created many opportunities for community residents by improving
accessibility and providing continuity of care.
The Nursing Home Program works closely with more than 30 nursing homes in
the Bronx. Bronx-Lebanon physicians provide primary and specialty services
within the nursing home setting. Through the assignment of physicians to
each facility, the admission process is expedited.
The physician caring for the patient in the nursing home is also able to
care for the patient in the hospital. Bronx-Lebanon’s clinical information
system has also been linked to the nursing homes. As a physician order entry
system is utilized, prescriptions, tests, and discharge summaries can all be
read, online.
The Community Doctors Program was implemented to expedite admitting
procedures and facilitate the "specialty care" scheduling process for Bronx
providers. The program also assists them with referrals and managed care
plan authorizations for care of their patients by Bronx-Lebanon specialists.
Scheduling for outpatient specialty care, throughout the BronxCare Health
System, is coordinated directly with community doctors and the patients
being referred back to them. The program even brings Bronx-Lebanon
physicians directly into the community based practices for consultative and
educational services.
“Our programs are making available a wide array of high quality specialty
and state-of-the-art diagnostic services where and when they are needed,”
stated Ms. Bower.
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BRONX-LEBANON HOSPITAL CENTER
